Pure Electric UK Reviews

Really good product! like with all things some products develop issues. Its how those issues are dealt with which is important to me. Samantha from the customer service team reached out and helped us get the scooter shipped back for review, kept me informed and made things very easy, said would take 15 working days and as my expectations were managed by Samantha I didn't have an issue with (some companies say one week for example and take three which infuriates me!). Bang on the time I was contacted, Samantha said they found the fault but as the spare wasn't in stock she didn't want my Son to wait any longer so were shipping out a new scooter. New scooter that second ordered (free of charge) and its on its way. This is superb service and I am a definite fan of Pure now so will be telling everyone (right before xmas too) to look for a pure product. Great service ! well done and Thanks Samantha! credit to your company!

Amazing customer service from Samantha and brilliantly made scooters.

My Escooter stopped working after 2 month because of some E3 fault. Tried to arrange a return but the driver never turns or turns in in hours when normal people are at work so you will be stuck with faulty scooter wondering why you chose this company.

As many people I went straight to trust pilot when I sent my scooter in for repair however some reviews I feel date back and the company have fixed there services, I sent my scooter in for a controller break and while it has taken a month and not the aforementioned 10 days I got contuinues updates for Teresa about my scooter and for my troubles the workshop even waived my labour fee for that,PURE scooters still knows how business is done right and I’ll be a continued customer

I bought my pure electric scooter on July 2022 and has used it for work and leisure, going to town and shops. I am quite lucky I have not experienced any major problems apart from some unavoidable flat tyres. It's been great overall however for the ones who are thinking of buying this, please bear in mind that these are disposable items because it's not designed for battery replacement. Most importantly, they are deemed useless on cold weather especially winter times. Even on full charge, from 18 mile range goes down quickly to mere 2-3 mile trip. I can't count how many times I ended up walking back home. If you preferred to spend around £500 on a transport that last for 2 summer seasons, then it's all well and good. Or better spend your money on electric bikes that you can pedal if the battery runs out, and most importantly have an option to be able to purchase a new battery replacement.

I never write reviews on Trust Pilot, so it's bad when I feel the need to. I bought a scooter roughly a year ago, I didn't use it for the first 2/3 months, but when I did start I used it maybe 1/2 hours per day, 4 days a week. All of a sudden, the scooter showed Error codes, communications error so I contacted Pure and they sent me a box to send the scooter for warranty. The whole process was around 30 days or so. When I received my scooter back, the brakes weren't working as they should, didn't stop in time and were very tight. They were making horrible screeching noises, the scooter would also get stuck on the mud guard hook, which resulted in the plastic rear mud guard breaking. All of this was not a problem prior to sending it in for repair. Whilst the repair people fixed the prior problems, it seems they caused even more problems. I reached out to Pure again, and they want to send me another box, send it back in for repair and wait most likely another 30 days to get my 'fixed' scooter back. I wouldn't mind sending it in for repair if they had more local repairers, because sending off for 30 days isn't exactly ideal when it's your main source of transport. The customer advisors have been great, no fault to them. However I feel Pure needs to have other repair arrangements in place- especially when it's them who have caused the problems to begin with.

My 12 year had a scooter from pure The stem snapped at the Bottom. Been waiting 6 months and still had no reply Very disappointed in the service and quality and communication from pure

Excellent customer service 5 stars. Scooter was replaced with a new one and delivered in no time at all.

Emailed with an issue with my charger, all sorted within a few days. New charger ordered and arrived a few weeks later. Was advised out of stock in email response

Product is great, super efficient, really fun to use. Customer service is where PURE shone for me tho. Had a couple issues, one with the charger and one with the scooters software (possibly of my own doing here as it looks to have lost connection to my phone whilst doing a firmware update) and both issues were swiftly resolved by the support and dev team. Really impressed so far!

Exceptional service from Jill, after a fault with my original purchase, a swift and accurate line of communication led to a replacement being sent for next day delivery.

Pure Electric Company is truly outstanding in every aspect of their service. From the moment I reached out to them, I was met with unparalleled efficiency and a commitment to meeting my needs. Samantha, in particular, exemplified excellence in customer service. Her expertise and dedication ensured that every one of my inquiries was addressed promptly and thoroughly. One of the most commendable aspects of Pure Electric Company is their remarkable responsiveness to emails. In an era where timely communication is crucial, they stand out by providing exceptionally fast responses. This not only speaks volumes about their commitment to customer satisfaction but also showcases a level of professionalism that is truly commendable. In my experience, Pure Electric Company has set a new standard for efficiency in the industry. Their team, led by Samantha, goes above and beyond to ensure a seamless experience for their customers. I am not only impressed by the quality of their electric products but also deeply appreciative of the outstanding customer support that accompanies them. Pure Electric Company is undoubtedly a top choice for those seeking excellence in both products and service. Cristian Campisi

Having sent my scooter away for repair over 3 weeks ago, I had to message ask on repair status.... Today I still haven't received my scooter and its cost stupid money for busses.... My advance+ isn't cheap which is purchased to replace using the bus.

The information on the scooter was really clear. When I had a question they answered very fast and didn't 'pass me on'. It's a good solid scooter that goes at a good speed and with the 'boost' mode gets me up some of the steeper slopes.

Without getting into too much detail I would like to assure you that Pure has a really PRO CUSTOMER-focused service policy. I dealt with them twice on different occasions this year and I cannot emphasize enough how approachable and helpful they are. I would vote for them in "The Friendliest Service Team" competition.

my pure electric scooter was not recharging. so I contacted Pure Support Care and they took my scooter to repair it. its been almost 2 months no update on scooter. Please refund my money back with compensation.

Great customer service, Samantha is exceptional.

Great service and communication.

Fantastic, the customer service was so good, they’re extremely helpful. And their products are excellent.

I purchased a pure air 3 in July 2023. This was my 2nd pure scooter as I had the pure go for over 3 years with no problems. My pure air arrived everthing was great, the scooters are really sturdy and well put together, great on hills and fun to ride. The new tyre design is also great as on my previous scooter id get flat tyres and need to change the inner tube. The air 3 doesnt have inner tubes! In October I had a issue with the scooter cutting out when I turned the handlebars. I contacted Pure, dealt with Samantha who was amazing! Really helpfull and quick to reply. She arranged it to be repaired under warranty no problem. They collected my faulty scooter to take it to be sorted. It was meant to be 10 day turn around but they are busy so was taking longer. At 15 days I was getting upset as I use my scooter Daily. I contacted Samantha who was very apologetic and she arranged a brand new scooter to be sent to me. As the Pure Air 3 was out of stock, I recieved the Pure Air Pro. This company is great, ive been riding a pure scooter for years and I wouldn't think of getting one from another manufacturer. Even though I was without my scooter for a few weeks (which I hated), im more than happy with the outcome. Special recognition to Samantha in customer service who is amazing 👏🏾.